This topic

Emails disappearing

hmuggl789 — Sun, 04 Oct 2026 19:14:02 GMT

My emails have started disappearing.
I am using the Mail app on my iPhone and recently some emails have been disappearing.
When I click on an unread email, it briefly opens, before jumping to the next email and seemingly disappearing. I cannot find the email anywhere. It’s not in the bin, junk, archive, any other folder. It is also not available on any BT mail via the web, or on any other device.
Any idea where these emails are or how to retrieve them?
Thanks in advance

Re: Emails disappearing

gg30340 — Sun, 04 Oct 2026 23:14:17 GMT

Make sure that the "Conversation" View is not active on BTMail webmail.

To do that log onto your BTMail account using a web browser and click on "View" in the menu bar at the right hand side. Scroll down and Single click "conversation view" to toggle it on or off.

When you toggle it on or off you will see the name "Conversation View" change colour from grey to blue when it is turned on.

Re: Emails disappearing

hmuggl789 — Mon, 05 Oct 2026 06:02:49 GMT

Hi,

Thanks. I have just checked this and it is not on.

It is also not happening to every message, just a few random ones, but annoyingly it’s the ones I actually need to read!

Thanks

Re: Emails disappearing

Peter_W — Tue, 06 Oct 2026 08:40:25 GMT

Thanks for taking the time to flag this, @hmuggl789

Let's see if we can get this checked out for you.

Please don't share these details in public, but can I please just confirm if the email address affected is the same one that's linked to your Community profile?

Peter

Re: Emails disappearing

hmuggl789 — Tue, 06 Oct 2026 09:04:48 GMT

Hi Peter,

Yes, it is the same one.

Thanks

Re: Emails disappearing

Peter_W — Thu, 08 Oct 2026 10:22:32 GMT

Thanks for your patience here, @hmuggl789

We're struggling to spot any consistent pattern with emails disappearing, but there are a few steps we'd recommend trying here so we can better understand what's happening.

Please try enabling the debug/logging option on the About page in the BT Mail App and should then use this until the issue is repeated.

When you next notice this issue, please make note of the date/time and affected email then disable the debug/logging so the generated trace is sent on to us.

This should hopefully give us a better idea of what's happening.

Peter